Are we in the wrong ?

Paul11

Paul11

Paul11

Soldato
Joined
28 Sep 2003
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Location
London
We designed and printed a leaflet for a client.

a typo mistake was made and the phone number was incorrect making all the leaflets useless and ready for the bin.

the client is saying he sent us an email with the correct tel number ...

we are saying, we sent him a proof to approve before we went ahead with printing and he didnt spot the error..and approved it for printing.

it was such as silly typing mistake, the number should have been 7707 and we put 7077

who is right? should we reprint them again at our cost, or should the client pay again for all the re-printing.. ? (45,000 copies)
 
Who made the initial error?

If the client sent you the original with the wrong number, they should pay.

If the original had the correct number, you should pay.
 
Do you not have terms and conditions saying that if they accept the proof, that is what will be printed.

Or something along those lines?
 
they sent us the correct number, we made the typo mistake.

but..... we send a proof to the client to check and approve and he approved it..
 
Hmmm from his point of view, you should. Your incompotent typing caused it to begin with, all he wanted was perfect service, but of course there are things in places to stop user error, which you mentioned is a sign off.

So he is, he just doesn't like it.
 
If it was sent to the client to be checked then they should have picked up the mistake (it's their company, their telephone number). That's the whole point of it being proofed. It's two stages isn't it: 1) you design the leaflet 2) you print it. The bit in between is where the proof it and give you the go ahead to print.

It's the ENTIRE reason for having a proof sent off to be agreed!!!!
 
hmmmm, couldn't you take this one on the chin? It could cost you business if you handle this by refusing to re-print, will it be worth the cost?

I can understand it from both points of view as the client sent you the correct details in the first place, it shouldn't be expected for him to have to scrutinize your work prior to printing, but if you have a disclaimer to say otherwise, then technically it should be him that takes the hit
 
id say its a 50/50 thing you were provided with the correct info and fluffed it up then the client also made a mistake by not spotting it
 
Unacceptable - the client would have had no reason to check minor details like the phone number, thats your responsibility as you've been provided with the correct one. Surely the proof is there for the client to check the layout is acceptable, the colours suitable etc.

This is your mistake.
 
IdhDec said:
Did you not check it before you send it for appoval?
Click to expand...

it was a typing mistake that once it was typed out to the leaflet was missed from then on as we never reffered back to the email that was sent to us to check the number as we assumed it was right.
 
[TW]Fox;11974434 said:
Unacceptable - the client would have had no reason to check minor details like the phone number, thats your responsibility as you've been provided with the correct one. Surely the proof is there for the client to check the layout is acceptable, the colours suitable etc.

This is your mistake.
Click to expand...

Proofing by the client is to check it is exactly what they want before it goes to print. It covers content and design.
 
is this a genuine ask or is it a what would you do

if its an what would you do then what did the compay do
imo reprint or refund
 
This is a pure business decision.

If there is the probability of lots of repeat business or the client has a lot of local influence take the hit.

If you want to keep the client try to arrange a 50/50 or do it for cost.

If the client is small fry and you can afford to lose the account and get a bit of bad publicity locally play hardball. You are probably legally in the right.

The client knows he has cocked up, perhaps someone in the client's company is going to get a serious amount of trouble over it. They are just trying to bully you or cover up their error.

You must be able to prove they signed off the proof and the final leaflet matches the proof exactly.
 
Last edited:
Moses99p said:
They made the same mistake as the produces of the leaflet when proofing it then... but the printing company made the initial mistake, after being given the correct information. I feel the printing company should take the hit TBH.
Click to expand...

That's irrelevant. The process of proofing is to prevent things like this happening. At that point the mistake should have been pointed out, amended, then another proof copy should have been provided with the corrections, okayed by the client and THEN sent to print.
 
Cupra said:
is this a genuine ask or is it a what would you do

if its an what would you do then what did the compay do
imo reprint or refund
Click to expand...

yes this is genuine , i have to make a decision by tomorrow to tell him what we are going to do. ..
 
[TW]Fox;11974434 said:
Unacceptable - the client would have had no reason to check minor details like the phone number, thats your responsibility as you've been provided with the correct one. Surely the proof is there for the client to check the layout is acceptable, the colours suitable etc.

This is your mistake.
Click to expand...

Had to laugh at this - the client is wanting leaflets to further some purpose of his own. The phone number is a MINOR detail? The idea of the proof is effectively to say "This is what we are printing. This is your last chance to check it is correct. Any mistakes you miss from now are your responsibility"

Now any differences between the signed off proof and the final leaflets is a different matter.
 
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